RAC Reviews 20

Absolutely horrendous service. 56 year old vulnerable, disabled lady . Left all night in car, dark and cold and no essential medication. Customer service not replying to countless emails. I am being completely ignored.
Distributing

Still waiting for a complaint to be dealt with well over 2 months and shocking service !!!

Was told 4 hours wait ended up being 6.5 hours no Toilet or food.
Driver even said it was unacceptable.

I broke down in the summer left on my own from 6pm I kept getting updates then mechanic rang said he be an hour this was around 10pm no one turned up updates still saying on the was 2.30 am I get a call they cant find anyone to come out . I got my son to follow me very slowly noise was awful got it home .
Then is December my clutch went I managed to pull over on a303 bus stop 11 pm at 3am said they couldn't get anyone yet .I was frozen id been working since 7 am as a carer. I was so upset I said I was frozen the battery was now also going at 4.30 am they rang said they had a 3rd party coming out by then all I had was my hazard lights on as battery had died stuck with fields around me n main road n frozen. No apology nothing

Broke down on a single track road. Took them 26 hours for someone to come out ( I was told many times that someone would be with me soon … they weren’t) and in fact I had to get in touch with the contractor they’d arranged as he didn’t turn up. When he eventually did he said he’d bought the wrong truck to rescue me and drove off taking my key so he could collect the car later. I was left in the middle of nowhere with no public transport to get home!! Passed from pillar to post constantly when I would phone up to see what was happening. Was constantly told not to leave my car in case they turned up early but it took 26 hours for someone to look at my car. My car was eventually picked up 40 hours after breakdown and then not taken to the correct garage for fixing. The garage had to locate it and go and get it. Disgusting service. Been with the RAC for years as a ‘peace of mind’ for when I’m travelling but found out they don’t care. Was in tears on the phone to them after they dangled a carrot constantly with regards to recovery and after explaining I was a single female on a dark road in the middle of nowhere they just quoted that ‘ the RAC do not discriminate over gender’ So therefore I was just left! Truly awful and I can’t believe they are getting away with this shocking service

How this company is still in business is beyond me ! Their service in absolutely abysmal. Basically aged 74 stuck in heat of 28 degrees in a safe bay for 4.5/5hrs and no water. Eventually they send an independent contractor who did nothing but eff and blind about what a disgusting company the RAC are. No drink brought with them...no aircon in tow truck. Driver ignored my mechanic and it's now cost me an extra £200 on my insurance and lost 8 yrs no claims because he didn't listen 😡. Tried to complain ...wrote to CEO no reply...company just cuts calls off

Actually unreal. Broke down on a dangerous road. Took 18.5 hours wit wife and kids freezing behind barrier. Ringing 40 mins each time for update, told complete lies. App says two hours never updated. Unreal. No acknowledgment of complaint. Didn’t care seemed like norm. Still there now as far as they concerned.

I had the misfortune of breaking down a long way from home I rung the RAC and they were there in half an hour of the call for help.on arrival i was made to feel comfortable and safe on a busy road,within literally minutes my car had been diagnosed and I was towed to my own garage which was a long way from home within two hours.BRENDEN 1486 was very professional and a credit to the RAC he was very knowledgeable with the emphasis being on safety at all times and ensuring I was out of the inclement weather conditions
Thanks again
Mark Thomson a very satisfied customer

Patrol 3292 was extremely helpful and knowledgeable

I honestly cannot thank John Lewis from RAC enough for the incredible service he provided from start to finish.

From the moment he arrived, he was calm, professional and immediately reassuring. Being broken down can be such a stressful experience, but John completely put me at ease. He took the time to clearly explain what was happening with my car, talked me through my options, and made sure I fully understood everything before proceeding.

He was patient, kind and genuinely caring — not just doing his job, but going above and beyond to make sure I felt comfortable and supported. Nothing felt rushed, and no question was too small.

He safely towed my car to the garage and handled everything smoothly and efficiently. The whole experience, which could have been very overwhelming, felt manageable because of him.

RAC are very lucky to have someone like John representing them. An absolute credit to the company — 10/10 service. Thank you again!

The patrol man Sam Fisher ID.2525 was lovely, quick and efficient. No complaints

I have had RAC for as long as I can remember.

I had car issues in March 2025, The RAC Patrol guy was brilliant. Got me back on the road, but advised to get the Alternator replaced. The patrol guy did enough to buy me some time, and in May I got RAC Mobile Mechanics to replace the alternator. The car has been good with starting and running. So a thumbs up to both the patrol guy and mobile mechanic.

Thats where the thumbs ups end.

I contacted RAC through Instagram about getting the Mobile Mechanic back to do a diagnostics check on my car, I did toy with doing a call-out, but honesty was best, and so I thought I would get the mobile mechanic back.

Some lass Leah sent me a link to request it through that, when I entered my address Dundee, It wouldnt let me progress. I phoned them up and the lass on the phone said they dont have mobile mechanics in Dundee, fancy that, yet one came and changed my alternator in May last year. I went back to Instagram chat and asked why they could say theres no mobile mechanics when they have done work before. I put it to Leah that maybe they could get the patrol guy when he is between calls to do it. But she was quite cheeky and unhelpful, saying they dont have mobile mechanics for Dundee, they wont be sending patrols inbetween or outside call-outs.

It is like every day they are pushing mobile mechanics services to my email address.

I didnt like her tone, and replied I would be thinking about cancelling my membership, she replied that she could help me cancel.

Is this how RAC treat longterm members, you dont get any extra benefits or assistance, just help to cancel your membership?

Absolute disgraceful attitude!

I just wouldn't do it. They arent a nice or trustworthy company.
They sent my details to the credit bureau or whatever for not paying when I did pay. They sent me letters to this affect even though it is outside their own policy that they did it so early on and then they lie and say they never sent the letter when I have it sat in front of me.

First time I've used them for a breakdown and it was at home since joining 3 yrs ago,
The mechanic turned up not RAC a local mechanic not blaming him but he just found the fault knocked on the door said it's an electrical fault they're a bugger to trace and there was no attempt to even try fix it now apparently I have to call RAC again to get it towed to a garage and pay myself to get it fixed.
I don't really see the point of paying I knew it was electrical I mentioned that on the phone to the mechanic when they called
Won't be renewing my membership

I accidentally caught my front bumper on a cement block at a very narrow exit to a car park, pulling it off and making my car undrivable.
I phoned the RAC at around 3.20, reporting my accident, and informing the person I spoke with that I was a type 1 diabetic and my blood glucose was going low, and that I also had mobility problems. I was told that someone would be with me in around an hour, and that I would be updated as soon as they could. The hour passed, and another update to say help would be yet another hour. I repeated my diabetic and mobility difficulties, and that my dog was also in the car, and was told that I would be put as a priority. My daughter phoned to see where I was as I had been expecting her for dinner, and she immediately said that she would come to me. Half an hour passed still no sign of the RAC so my daughter drove me to a nearby restaurant for a coffee and much-needed food to help raise my now very low blood glucose. Shortly after another call told me there was a further delay or that a contractor might come out to me. Not long after, the contractor called to say he was on his way and would be with me in 20 minutes. True to his word he was. When I asked him why it had taken three hours from my initial call he told me that his company had only been asked to help me the previous hour.
The following morning I phoned the RAC to lodge a formal complaint, and the agent told me that the manager would contact me within the hour. That was Monday morning, it's now Wednesday, evening and I'm still waiting!!
Had I been informed of a three-hour wait I would have gone home and had my key collected from my house. It was just very fortunate for me that my daughter had come to wait with me because I certainly could not have walked to the restaurant, and could very easily have collapsed with my very low blood glucose.
In all fairness, one person I spoke with did offer me a taxi home, but I wasn't aware that the RAC responder would come and collect my car key, I thought that I needed to be with the vechicle
Altogether a very disappointing service.

I raised a complaint with RAC and following was it's reply:Dear Miss Sattar,

Thank you for contacting us. I’m truly sorry to hear about your experience and that you had cause to raise a complaint. I’m personally handling your concerns and have investigated what happened.

Summary of your complaint

I understand you’re dissatisfied with the delay in vehicle recovery and the overall handling of your case. This situation was particularly distressing as you had your elderly mother in the car and had to arrange for a family member to take her home. Additionally, you experienced breathing difficulties and required medication, and there was confusion regarding the delivery of a promised hire car.

My findings and outcome

I'm sorry for the distress and discomfort you experienced during your breakdown. We always aim to reach our members as quickly as possible, but on this occasion, the delay in recovery was longer than expected. I appreciate how frustrating it must have been, especially as you are a carer for your elderly mother and younger sister. I'm unable to uphold your complaint regarding the delay, but I assure you we make every effort to reach our members promptly.

Regarding the behaviour of the 911 Recovery call taker, we do not tolerate unhelpful or dismissive attitudes. Your feedback will be passed to the contractor management team to address internally. I'm unable to uphold your complaint, however, I am able to offer a refund of £75 as a gesture of goodwill. Please allow up to 14 days for this to arrive.

The confusion over the hire car delivery was unfortunate, and I apologise for the inconvenience this caused. Your feedback will be shared with the management team to improve our services.

Your wellbeing, comfort, and overall satisfaction are of the highest importance to us, and we want to assure you that we take your concerns extremely seriously. It is deeply concerning to us that, in this instance, we were not able to provide you with the prompt, efficient, and effective assistance that you required and deserved during your time of need. We fully recognise the distress and inconvenience that this situation has caused you, and we sincerely regret that our service did not meet your expectations on this occasion. Please be assured that we are committed to thoroughly reviewing what happened and taking all necessary steps to ensure that similar situations are prevented in the future, so that our members receive the timely support and care they should always expect from us.

After the Patrol's visit, the vehicle's inability to lock and the lack of lights or heating may have compromised your comfort and security. Our Patrol will try to diagnose the issue as best as possible at the roadside, and sometimes they may not be able to fix the issue at the time. I apologise for this and hope the cheque will go some way to expressing our regret.

I’ve now closed your case. Once again, please accept my apologies for the inconvenience you have experienced.

Kind regards,

Naseer RAC Customer Care

My concern is here if the complaint handler or any of there family member had to endure this would they have taken taken this light heartedly. I have ne ver cashed the £75.would be returning it.

Disgusted at the way people on mobility get treated. It's time Mobility Operations look fir another breakdown recovery for eg AA.

I never had a virus or viral or a cold or flu. Cause of RAC mobility in competency I was left ill. Let's see 922 adviser and RAC complaint handler would cope sitting in the car for 20 hours in the cold with health conditions.

It's not about the lousy £75 they decided to think will make matter go away. It's the pain and experience I went through. I am still traumatised with it.

It was very poorly organised and it became like a circus. Why was I phoning up 911 and keep phoning RAC for help. It should had been one person allocated from RAC to deal with the breakdown all the way. Am sorry I do not accept there apology. Shame on them for treating people with health conditions and disabilities and female on there own.

While I was siting in the breakdown car I started to get phone calls from Ipswich europcar they have a courtesy car for me. From Thursday to Monday had no car. So get phone call on Monday a car is going to be delivered. Here I am waiting and got phone call from europcar in Ipswich that they were given the wrong postcode and they can't deliver a car to Scotland. Then they re requested a car and got the car locally on Tuesday two days before Christmas.My experience with them from start to finish was a disgrace. Incompetent people in the wrong jobs. Europcar some were foreign advisers and struggled with each others accent. Took me 45 mins for europcar to answer my call and was told there in Bulgaria. The whole experience was shanbles, epecially 911 adviser

Scott and his trainee came to the rescue as quickly as they could. The traffic that day was terrible, but they kept us updated every step of the way. My heavily pregnant girlfriend and I had broken down in the middle of a busy road, and when Scott and Harry (I believe that was his name) arrived, their first priority was to make sure we were safe.

They then carried out a temporary repair by fitting a spare battery, which allowed us to drive home safely under their supervision — they even followed behind us to ensure we got back without any issues.

They kindly and promptly arranged for an RAC mobile mechanic to replace the alternator, originally quoted at around £500, within just two days. Considering the situation and the need for a working car, I accepted. When the mechanic arrived, he carried out a thorough inspection and managed to fix everything properly for only about £200, replacing only the parts that were truly necessary.

I’ll definitely be using the RAC Patrol Team again, and I won’t hesitate to use the RAC mobile mechanic service in the future.

Thank you, to Morgan, amazing service. Highly recommend. It didn't take long to arrive, women on my own, and updated me where he was. Made sure I was safe and offered his van, to keep warm whilst he was sorting out the problem. Thank you once again.

Would not recommend, customer service appalling
I’m a Lone female in a dark secluded area I rang RAC @ 15:09 as I broke down on a make shift carpark, time changed to 19:00 hours. It was getting dark by 19:00, time changed again to 20-2100 hour’s, there was no staff in the buildings next to me I rang the company again, expressed im a lone women in a dark area, I need to be recovered from the area I am in, is there anyway to get someone else to me, is there any more information I can get, she said ‘what do you want me to do wave a magic want and make some appear to you ‘ I said I need something going
10 minutes after getting off the phone to the tube, unprofessional women my time changed to 1:30am-4:30 am, that is ridiculous I will never be using them again, would advise anyone not to use them. She needs packing, they need to get their priorities straight

I had a 2 tyre puncture on Friday the 13th of June. I spoke to a rac customer service to be told it’s a 9 0clock pick up.
I’m in a wheelchair I explained this too him. I was told it would be 9 o’clock. 9 o’clock came and went phoned at 10.00 to be told its was next on the list to be picked.
I phoned again to be told at 12.00 it wo uh ld be the next day. My friend kept my key in the same street that I had broken down The driver arrived at 9.00 and took my car to kwik fit. He was going to abandon job because I wasn’t there. That that would have meant I would be been there18 hrs if my husband didn’t come and get me 7.30 in the evening.
No thought for a lone woman never mind I. A wheelchair